Shaping services

 

While engagement groups and committees are designed to incorporate the input of patients into NHS Bexley CCG's decision-making process, such representation naturally only accounts for a fraction of patient and professional interaction with the health services in the borough. To shape services most effectively it is crucial that we weigh lived experience appropriately – including individual interactions with physical and mental health services and across all age groups. 

Combining the lived experience of doctors, nurses and other frontline health professionals with that of service users helps NHS Bexley CCG build a more accurate picture of health services in the borough – as well as provide us with the insight to most efficiently address the needs and concerns of users and practitioner.

 

Engagement with our health care providers

Reviewing and responding to engagement activity and insight with our health care providers

The standard NHS contract for health care providers outlines contractual requirements in relation to communication with and involving service users, the public and staff. Providers collect patient experience data and the CCG reviews this at regular Clinical Quality Review Group (CQRG) meetings.  Outcomes are fed into the work of the CCG to inform redesign and review of services.

The CQRG meetings review reports on the provider's progress and implementation of the:

  • Workforce Race Equality Scheme (WRES)
  • Equalities delivery system - EDS2
  • Accessible Information Standard
  • Patient surveys
  • Friends and families test
  • Patient reported outcome measures (PROMS)
  • Complaints and compliments.

We use these meetings to monitor and assess patient experience by reviewing complaints, Friends and Family Test responses, comments on NHS Choices and national patient survey results. We also review any action plans that the Trusts have put in place to address areas of poor performance or poor experience.

Sometimes the CCG will conduct insight visits if we get an indication that a service is not performing to the standard that it should be.  We may also become involved in individual complaints that have been escalated to commissioners – this sometimes flags an on-going piece of work is required. We also collect information on how providers are engaging patients directly in local improvements.

Feedback gathered through these channels will be used to inform commissioning decisions, service improvement, and contract negotiations. See our OHSEL page for information about how south east London CCGs worked together and placed patients at the heart of planning, procurement, decision making and mobilisation for the Integrated Urgent Care service.

Quality accounts

One way we support our Providers to address concerns raised is through our work with local people (whether this is through patient experience, engagement or complaints) is through the development of their Quality Accounts. 

The Quality Accounts include priorities for the coming year which are our key areas for improvement.

 

Lewisham and Greenwich NHS Trust – Quality Accounts 

 

Oxleas NHS Foundation Trust – Quality Accounts 

 

How we use equalities and involvement in our planning process

The CCG places people at the heart of our planning processes, and we are committed to our legal duty to involve the public in our commissioning and planning process.  In 2018/2019, the CCG revised its processes to ensure that all commissioning plans, projects, procurement of a new service, proposals for service change, policy development, or an operational commissioning decision which affects patients and the public require completion of an:

  • Equality impact assessment (EIA) form
  • Quality impact assessment (QIA) form
  • Engagement log

The forms must be completed at the start of the planning process for any commissioning activity, and before operational commissioning decisions are taken which may impact on the range of commissioned services and/or the way in which they are provided. The impacted groups identified within equalities work and EIAs determine the engagement approach and target stakeholders for each project.

 

The forms must be completed and attached to all procedural documents when submitted to the appropriate committee for consideration and approval. 

For example business cases for which a EIA and QIA has been completed and approved through the committee sign off process includes

  • Respiratory management
  • MEC’s (Minor Eye Conditions)

 

 

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